Hi, I’m
Cassandra Nunley
Retention Specialist/ CSR
Patrick,SC
Summary
- Dedicated Retention Specialist professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
- Experienced Customer Service Rep. II with over 10+ years of experience in Call Center and Banking . Excellent reputation for resolving problems and improving customer satisfaction.
Overview
10
years of professional experience
Work History
TeleperformanceRemote, SC
Retention Specialist
11.2021 - 03.2022
Job overview
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provide primary customer support to internal and external customers.
- Recommend products to customers, thoroughly explaining details.
- Leverage sales expertise to promote products and capitalize on upsell opportunities.
- Respond to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provide onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for AT&T Wireless/Mobility business.
- Improved overall efficiency 97% by anticipating needs and providing outstanding support based on monthly customer surveys and job performance metrics.
Marshall’sCamden, SC
Merchandiser
10.2020 - 02.2021
Job overview
- Assist with daily store operations.
- Work in areas of merchandise presentation, processing, markdowns, and customer service.
- Greet, interact and positively engage with customers daily.
- Maintain housekeeping standards of area
- Handle tasks of selecting merchandise and filling up of purchase orders and other related documents.
- Responsible for updating damage, loss, and discrepancies of recently purchased and returned items report to store manager and loss prevention team associate.
- Handle over 50 customer interactions daily.
- Ran markdown reports, managed store replenishment and analyzed buying reports
- Removed damaged, out-of-code, not-in-set and discontinued items from displays
Sykes EnterprisesSumter, SC
Customer Service Representative
02.2019 - 11.2020
Job overview
- Provide world class credit card servicing for Bank of America and Wealth Management Merrill Lynch clients
- Assist with credit card payments, lost and stolen reports and account maintenance
- Handle internal emails and inbound calls as well complaint tracking on dissatisfied services
- Familiarity with proper PII handling
- Follow proper procedure handling specific calls such as ESO (Estate/Deceased) calls and warm transferring to correct department.
- Average inbound call rate at least 100 calls daily , established better customer experiences and relationships during process.
- Recommended products to customers, thoroughly explaining details.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Michele’s Southern Tea RoomCamden, SC
Hostess
01.2018 - 02.2019
Job overview
- Provided full hands-on elegant experience of " high tea" as well as teaching of proper table etiquette
- Perform tea preparation and "steeping" process for clients
- Assist with cratering of bridal, birthday, and tea party events
- Assist with preparation and serving of gourmet teas, delicate and desserts.
- Performed and provided high tea, table etiquette and manners courses available to customers.
- Handled over 20-50 customers interactions per day , varying on events scheduled for day.
TB KawashimaLugoff, SC
Data Entry Clerk
02.2018 - 12.2018
Job overview
- Cutting of sample fabrics for car interior for Honda and Toyota models
- Perform bond-pull tests on sample fabrics and convert results into Newtons (N) metrics
- Testing of flammability and extinguishing timing to determine if material meets safety standards, retest and record sample failures via hardcopy and CPU databases
- Inventory of all incoming products/material and labeling product with roll and product numbers applied accurately
- Thorough, extreme organization of files and tested sample pieces for reference archive
- Proactively met safety, productivity quality standards and completion required training.
- Ensure all overall testing equaled or balanced out to passing rate of 90.4% minimum.
Blue Cross Blue Shield of SCColumbia, SC
Customer Service Representative II
07.2016 - 04.2017
Job overview
- Provide “WOW” 5- star customer service experience for clients and providers
- Knowledge of ICD-9, ICD-10, PX and DX codes
- Provide information to new potential member regarding benefit year deductibles, coverage overages, member benefits and insurance plan exclusives
- Complete detailed call summary providing caller details, actions taken and resolution to clients’ issues, concerns, and complaints
- HIPAA, PHI and PII, familiarity with Federal regulations and polices dealing with personal, medical information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Target DistributionLugoff, SC
Packer & Order Filler
08.2015 - 09.2016
Job overview
- Pulling, packing merchandise to shipped to different retail store locations.
- Daily count on bulk inventory and verification pf product placement and shelf labeling.
- Scan boxes out by specific location, sort by store numbers.
- Knowledge and understanding of all safety regulations, policies, and chemical hazard classifications.
- Completion of weekly, monthly safety assessment and training requirements.
- Completed daily orders with expert picking and packing of shipments
- Maintained safety and efficiency while loading over 50 pounds of varied products into packaging equipment.
- Performed routine preventive maintenance, adjustments and lubrication on equipment and production tools to maintain proper operation.
- Performed required housekeeping to keep work areas clean such as sweeping floors, putting trash in trash containers and picking up product from floor.
- Monitored outgoing packages for proper labels and accurate address information.
KmartCamden, SC
Evening Supervisor
10.2012 - 07.2016
Job overview
- Keyholder, Supervised of 10-20 associates during evening shift.
- Balancing of all cash registers, record overages, shortages, issues correctives due to register off balancing.
- Completion of daily nightly task, store preparation for next business day.
- Ad, fixture, endcaps and set up display based off planogram layout and district expectations.
- Ad and Price Team Lead, accuracy and efficient shelf labeling based off weekly ads.
- Performed as "swing associate" if needed or filler when associate count was low.
- Organized shift meetings to communicate and resolve issues for night operations.
- Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Created nightly shift task lists to assign duties to each employee.
Education
Ashworth CollegeNorcross, GA
Associate of Arts from General Studies
06.2023
Lugoff Elgin High School Lugoff, SC
High School Diploma
01.2010
University Overview
- Early Graduate [Jan. 2010]
- Elected to Photography Editor for Yearbook Production in [2008, 2009 , 2018]
- Awarded [Best Feature Photograph by Scholastic Press, 2009 ]
- Member of [JROTC] program
- Member of [Drill Team Cadets 2006, 2007]
Skills
- Multitasking and Prioritization
- POS Systems and Ordering Platforms
- Creative Problem Solving
- Order and Refund Processing
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Upselling Products and Services
- Customer Data Confidentiality
Timeline
Retention Specialist
Teleperformance
11.2021 - 03.2022
Merchandiser
Marshall’s
10.2020 - 02.2021
Customer Service Representative
Sykes Enterprises
02.2019 - 11.2020
Data Entry Clerk
TB Kawashima
02.2018 - 12.2018
Hostess
Michele’s Southern Tea Room
01.2018 - 02.2019
Customer Service Representative II
Blue Cross Blue Shield of SC
07.2016 - 04.2017
Packer & Order Filler
Target Distribution
08.2015 - 09.2016
Evening Supervisor
Kmart
10.2012 - 07.2016
Ashworth College
Associate of Arts from General Studies
Lugoff Elgin High School
High School Diploma